Cancel Pura: Step-by-Step Guide

How to cancel Pura and stop surprise charges in the philippines

What Pura is and why cancellation matters

Pura is a home fragrance subscription service based in the United States that ships scent refills to your door on a schedule you control. You pay a fixed monthly fee in Philippine pesos for recurring deliveries of fragrance cartridges that work with Pura's smart diffusers. The service operates on an automatic renewal model, meaning your account will charge you again each month unless you actively cancel.

The challenge many Philippine subscribers face is not that Pura refuses cancellations. The company does allow you to cancel at any time via email to [email protected]. The real friction point is that the cancellation process is not prominently displayed on the website, support response times can stretch to 48 hours, and if you miss your billing date by even a few days, another month's charge processes automatically. This is where Tocancel steps in to give you clarity and control over your account.

Your right to cancel without penalty is protected under Philippine consumer law. The Consumer Act of the Philippines (Republic Act No. 7394) guarantees that you can withdraw from distance contracts like online subscriptions within a reasonable timeframe. Tocancel helps you exercise that right with confidence and documentation.

How pura's automatic renewal works

When you sign up for any Pura subscription plan, you authorize the company to charge your payment method automatically each billing cycle. Pura does not impose a minimum contract period, which means you are free to cancel whenever you choose. However, the burden falls on you to initiate that cancellation before your renewal date arrives.

Your billing cycle typically renews on the same date each month. If you subscribe on the 15th of any month, your next charge will hit your account on the 15th of the following month, and every month thereafter until you cancel. Pura does not send reminder notifications before charges post, so you must track your own renewal date and submit your cancellation request well in advance.

Understanding pura's subscription pricing in the philippines

Pura does not publish separate Philippine pricing. All plans are denominated in US dollars (USD) and convert to Philippine pesos (PHP) at the prevailing exchange rate on the day your card is charged. This means your monthly cost in PHP will fluctuate slightly month to month.

The three main subscription plans all carry the same base monthly charge: approximately ₱893 (USD 15.80 equivalent) per month. The difference between plans lies in the selection and curation of fragrances included, not the price point. This transparency helps you make an informed decision about whether to keep or cancel your subscription.

Pura subscription plans and monthly costs

All subscription plans renew automatically unless you cancel. Pura offers pause and skip options on most plans, which temporarily suspend your next delivery without cancelling your account entirely. If you need a permanent break from the service, you must cancel rather than pause.

Reasons to cancel Pura and when it makes sense

Common reasons subscribers cancel

You may choose to cancel Pura for several legitimate reasons. Some subscribers find that the monthly cost, when converted to Philippine pesos, exceeds their fragrance budget. Others discover that they do not use the diffuser frequently enough to justify the recurring payment, or they prefer to purchase individual refills at their own pace rather than commit to a monthly schedule.

Cost sensitivity is a valid reason to cancel. If the ₱893 monthly charge strains your household budget, Tocancel encourages you to switch to one-time purchases instead, which gives you complete control over spending. Exchange rate volatility can also affect your decision. If the Philippine peso weakens against the dollar, your effective monthly cost in pesos rises, making cancellation more attractive.

When cancellation is your best option

Cancellation is the right choice if you have decided you no longer want the service and do not plan to return to it in the near term. If you might want to resubscribe later, Pura's pause function is a less permanent alternative that preserves your account settings and saved preferences.

However, if you have received a charge you did not authorize, or if Pura has failed to deliver products you paid for, cancellation paired with a refund dispute becomes necessary. In those cases, Tocancel recommends documenting your cancellation request and filing a complaint with your payment provider or the Department of Trade and Industry (DTI) Philippines if Pura does not respond within 14 days.

How to cancel Pura subscription by method

Cancellation via email (primary method)

Email is your only documented cancellation method for Pura. The company does not operate a live phone line, live chat, or Philippine-based support contact. All cancellation requests must go through [email protected].

Follow these steps to cancel Pura by email:

1. Open your email client and create a new message addressed to [email protected]
2. Write a clear subject line: "Subscription Cancellation Request" or "Cancel My Pura Account"
3. In the body, include the following information:
   • Your full name as it appears on your Pura account
   • The email address registered with Pura
   • Your account number (found in your confirmation emails or account dashboard)
   • A one-sentence reason for cancellation (optional but helpful)
   • Your preferred cancellation date, or "effective immediately"
4. Request a written confirmation of your cancellation in the email body
5. Send the email and retain a copy for your records
6. Expect a response within 24 to 48 hours, though Pura may take up to 5 business days
7. Once you receive confirmation, monitor your account to ensure no further charges post

Timing is critical. Pura processes cancellations based on the date they receive your email, not the date they respond to it. If you email your cancellation request on the 25th and your billing date is the 28th, Pura may not process your cancellation in time to prevent the next month's charge. Therefore, submit your cancellation at least 5 to 7 days before your renewal date to create a safety buffer.

Cancellation if you subscribed via app store

If you signed up for Pura through Apple App Store or Google Play, your cancellation path differs from direct website subscriptions. You must cancel your subscription through the app store platform itself, not by emailing Pura support.

For Apple App Store subscriptions, follow these steps:

1. Open the Apple App Store app on your iPhone or iPad
2. Tap your profile icon in the upper right corner
3. Select "Subscriptions"
4. Find and tap "Pura" in your active subscriptions list
5. Tap "Cancel Subscription" or "Edit Subscription"
6. Confirm the cancellation when prompted

For Google Play subscriptions, follow these steps:

1. Open Google Play on your Android device
2. Tap your profile icon and navigate to "Manage your Google Account"
3. Go to the "Payments and subscriptions" tab
4. Select "Subscriptions"
5. Tap "Pura" and select "Cancel subscription"
6. Confirm your cancellation choice

App store cancellations typically take effect at the end of your current billing cycle, not immediately. You will retain access to the service until that date, and no further charges will post after that final renewal.

Your consumer rights under philippine law

Legal protections for distance contracts and subscriptions

Your legal position is strong. The Consumer Act of the Philippines (Republic Act No. 7394) protects all consumers, including those in the Philippines who purchase from foreign companies like Pura. This law guarantees your right to cancel distance contracts (contracts made through the internet, email, or phone) without penalty, provided you act within a reasonable timeframe.

The Department of Trade and Industry (DTI) Philippines enforces consumer protection laws and investigates complaints against companies that violate your rights. If Pura charges your account after you have submitted a cancellation request, or if Pura refuses to cancel your account, you can file a formal complaint with the DTI.

Your right to dispute charges and claim refunds

If Pura charges you after you have sent a cancellation email, you have the right to dispute that charge with your credit card issuer or payment provider. This is known as a chargeback or reversal. You must file the dispute within 60 days of the unauthorized charge, and you should include a copy of your cancellation request email as evidence.

Document every step of your cancellation process. Keep screenshots of your confirmation emails from Pura, the timestamp of your cancellation request, and your payment statements showing disputed charges. This evidence strengthens your position if you need to escalate to your bank or file a complaint with the DTI. Tocancel recommends treating your cancellation email as a legal record, not merely a casual message.

What to do if Pura does not respond

If you do not receive a cancellation confirmation from Pura within 7 business days, or if charges continue after your cancellation email, follow this escalation path:

1. Send a follow-up email to [email protected] with your original cancellation request attached, marked as "URGENT: NO RESPONSE RECEIVED"
2. Wait 3 more business days for a response
3. If still no response, file a formal complaint with the Department of Trade and Industry (DTI) Philippines via their online portal at dti.gov.ph or visit a local DTI office with copies of your cancellation emails
4. Contact your credit card issuer or payment provider and file a dispute claim for any charges that posted after your cancellation request date
5. Send a certified or registered email to Pura's legal mailing address (detailed in the cancellation address section below) requesting written acknowledgement of your cancellation

The DTI typically responds to complaints within 14 to 30 days and can compel Pura to refund disputed charges if the company cannot prove it processed your cancellation on time. Tocancel empowers you with this knowledge so that you can escalate confidently if Pura ignores your first request.

Understanding refunds and billing after cancellation

What refunds Pura offers

Pura does not automatically refund the most recent monthly charge when you cancel. Once a billing cycle has completed and a charge has posted to your account, that month is treated as purchased and non-refundable under Pura's terms. However, if you cancel before your renewal date and no charge has posted yet, you will not be charged again.

This distinction matters. If you cancel on the 20th of the month and your renewal date is the 22nd, Pura should process your cancellation in time to prevent the renewal charge. In that case, you owe nothing more and receive nothing more. If Pura charges you after you have cancelled, you are entitled to a full refund of that erroneous charge, which you can obtain through a chargeback or DTI complaint.

Timeline for refund processing

If you successfully dispute a charge with your credit card issuer, the refund typically posts to your account within 5 to 10 business days. Some banks process reversals faster. During this period, you may see the disputed charge still appear on your statement with a notation that it is under review. This is normal and does not mean the refund will not go through.

If you pursue a refund through the DTI, the timeline is longer. The DTI may take 30 to 60 days to investigate and issue a resolution. Once the DTI rules in your favor, Pura is legally obligated to refund you, and you can follow up with Pura directly or through your bank to collect the funds if Pura does not remit them voluntarily.

Common mistakes when cancelling Pura

Timing mistakes and renewal date surprises

The most frustrating cancellation mistake is waiting too long and allowing another charge to post. Many subscribers assume that cancelling "close to the renewal date" is safe, only to find that Pura processed a charge hours before receiving the cancellation email. This leaves you chasing a refund instead of preventing the charge in the first place.

Always cancel at least 5 to 7 days before your renewal date. Mark your renewal date on a physical or digital calendar as a reminder. If you are uncertain of your exact renewal date, check your past Pura emails or log into your account to see the next billing date listed. Proactive planning eliminates this common pain point.

Using the wrong contact method or address

Pura does not provide a live chat option in the Philippines, and there is no published Philippine phone number or mailing address for general customer support. Sending a cancellation request to a social media account, a generic company address, or an old email may delay your request or cause it to be lost entirely. Always use [email protected] as your sole cancellation contact unless you receive a formal redirect from Pura itself.

If you have attempted email cancellation and received no response after 7 days, Tocancel recommends escalating by sending a certified letter to Pura's US mailing address. This creates a paper trail that strengthens any later dispute or DTI complaint.

Forgetting to save confirmation details

If your email account is hacked, your inbox is purged, or you switch email providers, you may lose proof that you sent a cancellation request. Take screenshots of your cancellation email and Pura's confirmation response immediately after you receive it. Store these screenshots in a cloud folder (Google Drive, OneDrive, Dropbox) or on an external hard drive. This documentation is invaluable if you need to dispute a charge or file a complaint with the DTI.

Confusing "pause" with "cancel"

Pura allows you to pause your subscription for a set period (typically 30 to 90 days), which temporarily halts deliveries without closing your account. If you select "pause" instead of "cancel," your subscription will resume automatically when the pause period ends, and charges will begin again. If you genuinely want to stop the service permanently, use the word "cancel" explicitly in your email to avoid this confusion.

What happens after you cancel Pura

Confirming your cancellation was processed

Once you receive Pura's written cancellation confirmation, your next step is verification. Log into your Pura account (if you still have access) and check whether your subscription status has changed to "Cancelled" or "Inactive." If your account is closed, you will no longer be able to log in, which is the final confirmation.

Monitor your payment method for 30 days after cancellation. If another charge appears on your credit card or bank account statement, contact your issuer immediately and file a dispute claim, citing your cancellation email date as evidence. Tocancel advises against waiting more than one billing cycle to dispute erroneous post-cancellation charges, as the window for chargebacks closes after 60 days.

Retrieving refunds for unauthorized post-cancellation charges

If Pura charges you after your cancellation was confirmed, initiate a chargeback with your credit card company or contact your bank to file a dispute. Provide the following evidence:

• A copy of your cancellation email (sent to [email protected] with the date timestamp)
• Pura's confirmation email showing your cancellation was processed
• Your bank statement showing the disputed charge date
• A written explanation of the discrepancy (e.g., "I cancelled on [date] but was charged on [date]")

Your bank will investigate and typically rule in your favor if you have clear proof that you cancelled before the charge was processed. The refund will appear in your account within 5 to 10 business days, depending on your bank's processing speed.

Whether you can rejoin Pura later

Cancelling your Pura subscription does not permanently bar you from the service. You can resubscribe at any time using the same email address or a different one. However, your previous subscription history, loyalty points, and saved preferences may not carry over. Check with Pura support if you resubscribe and want to know whether your old account data is recoverable.

Checklist for cancelling Pura successfully

Print this checklist or bookmark it on your device. Tick off each box as you complete your cancellation to ensure no step is missed. This methodical approach dramatically reduces the risk of surprise charges and eliminates the stress of the cancellation process.

Pura cancellation address and escalation contacts

Primary mailing addresses for formal cancellation requests

If email [email protected] does not respond to your cancellation request within 7 business days, send a certified letter to one of Pura's US mailing addresses. This creates a documented paper trail that strengthens any future dispute or complaint.

The primary corporate mailing address for cancellation and legal correspondence is:

Pura
2100 Pleasant Grove Boulevard, Suite 600
Pleasant Grove, Utah 84062
United States

An alternative address used for certain formal or returns-related correspondence is:

Pura
431 Diamond Street
San Francisco, California 94114
United States

Use the Pleasant Grove address for your cancellation letter unless Pura has directed you otherwise in writing. Include your full name, account email, account number, and a clear statement requesting immediate cancellation. Request a written response confirming the cancellation date within 14 days.

Escalation contacts if Pura does not respond

If Pura fails to cancel your account or continues charging you after cancellation, you have two escalation pathways in the Philippines:

• Department of Trade and Industry (DTI) Philippines: File a consumer complaint at dti.gov.ph or visit your nearest DTI regional office with copies of all cancellation correspondence. The DTI investigates violations of the Consumer Act and can compel Pura to refund disputed charges.
• Your credit card issuer or bank: Contact the fraud or dispute department and file a chargeback claim within 60 days of any unauthorized post-cancellation charge. Provide your cancellation email as evidence.

Tocancel strongly advises pursuing both pathways simultaneously if necessary. A chargeback protects your immediate financial interest (you recover your money within 5 to 10 days), while a DTI complaint creates legal pressure on Pura to honor cancellations company-wide and may result in penalties against the company for violating Philippine consumer law.

Final takeaway: you have the power to cancel

Cancelling your Pura subscription is straightforward if you follow the process outlined above. The friction you feel comes from Pura's deliberate lack of visibility around the cancellation process, not from any legal barrier to exiting. You are protected by the Consumer Act of the Philippines, you have multiple escalation options if Pura refuses to cooperate, and you can recover any erroneous charges through your bank or the DTI.

Plan your cancellation at least 5 to 7 days in advance of your renewal date. Send a clear, documented email to [email protected] with your full name, account email, and explicit request to cancel. Save every confirmation and response. Monitor your account for 30 days afterward. If a problem arises, escalate to your bank or the DTI without hesitation.

Thousands of consumers in the Philippines have successfully cancelled recurring subscriptions using these exact steps, and Tocancel has helped many of them avoid surprise charges and recover refunds. You can do the same. Take action today, document your request, and reclaim control over your spending. Your account, your rules.